Merseyside Fire & Rescue Service

Mission critical ICT Services provided by Telent since 2001

Milestone moment as the collaborative partnership to deliver ICT Managed Services enters its 19th year.

In terms of public safety challenges, Merseyside Fire & Rescue Authority (MFRA) covers a very diverse area with major industrial, transport and coastal. Based across 23 community fire stations, MFRA have one of the fastest responses in the UK and are committed to attending all life risk incidents within 10 minutes on 90% of occasions.

MFRA awarded the ICT Managed Services contract, covering a comprehensive range of Information Technology Infrastructure Library (ITIL) defined ICT services. After winning an initial contract in 2001 – as Marconi – Telent successfully retendered for the contract in 2009 and 2016, with additional extensions securing the current contract until 2024. Telent has enhanced ICT services and introduced innovations, yet the cost to MFRA of the telent contract has broadly remained the same since 2006.

Having an ITIL based ICT service catalogue and flexible approach to the contract has ensured that MFRA can easily change the services it receives, depending on its needs at the time and the latest technological advances. This has ensured MFRA can effortlessly meet new technological requirements in an extremely cost effective way.

Among the most crucial elements of ITIL provided by telent is the ICT Service Desk. Located in Merseyside, the ICT Service Desk handles on average, 650 ICT incidents and requests per month from users across MFRA. Operating from 8.30am to 5pm. The Service Desk has proved particularly pivotal for MFRA, with telent being able to remotely fix around 75% of all ICT Incidents reported. A Telent 24/7 service centre deals with out of hours issues; they will escalate and deploy specialist engineers for high priority incidents.

"Our relationship with telent means we have a partner that we can rely on in the most demanding of circumstances. As well as having a deep understanding of the blue light sector, telent bring a flexible approach to their service delivery which has proved invaluable to us."

- Phil Garrigan, Chief Fire Officer, MFRA


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